Senior Manager, Customer Service
Sesame
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See open jobs at Sesame.See open jobs similar to "Senior Manager, Customer Service" General Catalyst.Customer Service
New York, NY, USA
Posted 6+ months ago
About Sesame
We’re Sesame and we’re building a transformative health care platform that makes it easier and more affordable for all Americans to access high-quality health care. Our all-star team is primed for the journey of re-shaping American health care to put people like you and your family first. Unaffordable, hard-to-navigate health care is what keeps us up at night.
We believe everyone should be able to get high-quality care for a fair price. That’s why we work with doctors who share our vision of giving people a better way to get the care they need—without the stress, frustrations, and rip-offs of the current system.
We’re passionate about creating a new kind of health care economy that works for everyday people, and this is just the beginning. We’re proud to have teams across the U.S. and in Berlin and have raised nearly $100 million in funding to grow U.S. operations.
Want to help? Join our team.
About the Role
Sesame is seeking a Senior Manager of Customer Service to lead and scale our customer success function with a focus on vendor and BPO management. This individual will oversee the strategy, performance, and operations of our outsourced customer success team while ensuring seamless collaboration with internal teams.
This is a critical leadership role responsible for driving customer satisfaction, retention, and operational excellence. The ideal candidate has proven experience managing external vendors or BPOs in a customer success or support environment, has a keen eye for detail, and thrives at the intersection of operations and rigorous process management.
Key Responsibilities
- Vendor / BPO Management: Own the relationship with external BPO partner(s), ensuring alignment on KPIs, quality standards, and customer experience goals. Negotiate contracts, SLAs, and performance targets; monitor vendor delivery against benchmarks. Establish scalable frameworks for onboarding, training, and QA with BPO partners.
- Customer Service Strategy & Execution: Define and operationalize strategies to enhance customer engagement, retention, and satisfaction. Partner with cross-functional teams (product, marketing, operations) to drive customer insights into business strategy. Develop and monitor performance metrics, dashboards, and reporting to track success outcomes.
- Operational Excellence: Design and optimize workflows, processes, and systems to ensure efficiency across customer-facing operations. Leverage data and analytics to identify trends, inform decisions, and proactively address challenges. Ensure compliance with regulatory and company standards in customer interactions.
- Leadership & Team Collaboration: Serve as a key leader and subject matter expert in customer success operations. Mentor and guide team members and vendor leadership to consistently deliver exceptional service. Foster a culture of accountability, continuous improvement, and customer centricity.
Your Profile
- 3-6+ years of experience in customer service, operations, or customer support, with at least 2-3 years managing external BPO/vendor partnerships.
- Detail-oriented and rigorous process management skills, with the ability to organize and document multi-step workflows.
- Aptitude for, or interest in, leveraging technology and AI to optimize processes – including ways to ‘fill the cracks’ in existing customer service provision and provide a continuous presence for customers.
- Proven track record of scaling customer success operations in a high-growth environment.
- Strong background in vendor negotiations, SLA management, and operational performance tracking.
- Analytical and data-driven, with expertise in using metrics to drive improvements.
- Excellent communication and relationship-building skills, with the ability to influence at all levels (executive leadership, partners, cross-functional peers).Experience in digital health, healthcare technology, or consumer marketplaces is a plus.
- Highly adaptable, resourceful, and energized by solving complex operational challenges.
How to Apply
Send your resume and a cover letter outlining your relevant experience to Sesame via the link below or directly from our hiring page. We look forward to hearing from you!
Sesame is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
This job is no longer accepting applications
See open jobs at Sesame.See open jobs similar to "Senior Manager, Customer Service" General Catalyst.
